toys r us taking money from my account!!!!!!!!!!!!!!!!!

tiddler66

My wife ordered £196.00 of toys on the internet on 29/11/09. Although we had sufficient funds in our account to easily cover the amount our card was declined. My wife tried several times on the 29th and again on the 30th, she also rang them with the same result. Admitting defeat my wife started using other websites. The 1st few went through ok then my card started to be declined again. I checked my account on line and found my account had gone from approx £1000.00 in credit to £3.31!.
I contacted my bank and they told somebody had applied via visa debit card for 8 payments of £196.62 and 3 payments for £214.00 totalling £2216.79. They could not tell me who had applied as the payments had not yet been statemented.
I contacted Toys r us by phone and email several times and was told as there was no order number recorded on their system it was nothing to do with them. On the 4th/11 i had the bright idea of checking my VERIFIED BY VISA transaction history and found the smoking gun! 11 transactions totalling £2216.00. taken out on the 29/30/11/09 all marked toys r us with relevent id codes.
When i confronted toys r us on 4/12/09 they again tried to avoid responsibilty until i threatened them with BBC's watchdog. I was then put through to the call centre manager who tried to sort out the problem but totally cocked it up. My account is now back to normal but it took 7 days of total bloody mindedness on my part to sort this problem out.
In the meantime i have had my internet cut off, have not been able to buy any christmas shopping,and have had to survive for 7 days without any cash what so ever.
Has anyone else experienced this with toys r us. gaz:eek:

bitemebankers

Sounds like below-par customer service from ToysRus, and a possibly problem with their payment processor. However, this is an object lesson in what not to do if your card is declined on a website: DO NOT repeatedly try to re-submit the order. If it doesn't go through first time, STOP! Call the company and resolve the issue over the phone. If they can't resolve the issue, take your business elsewhere, but don't carry on trying to submit the order again and again or you run the risk of this happening.

Hope this helps.

tiddler66

bitemebankers. Thanks for the reply and i totally agree with you. gaz:T